Shep Hyken's Blog, page 18
September 24, 2024
How’s the Weather and Other Stock Lines that Prove the Rep Is Uninterested
Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked me if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a customer. The concern was that using the “weather” is a sure way to leave the customer feeling like the agent or salesperson is disinterested and unauthentic, resulting in an overall “blah” experience. “How’s the weather?” works if it’s a topic for the day. For example, a question about the weather may be appropriate if there’s a snowstorm. But if it’s just a generic icebreaker, there are better questions. I know what you’re thinking: “So, Shep, what are those questions?” I’m glad you asked. I’ll give you some examples, but first, realize that depending on your type of business, these questions may or may not be appropriate. Use them to start thinking about good questions you can ask to break the ice and build rapport.
Here are five to get you started:
“What’s been the highlight of your day so far?” This is a great question when you’re waiting for the computer to get you some information. It’s a step up from “How’s the weather?” This question requires that you respond to the customer’s answer. Do so with genuine interest. You may want to refer to an article I wrote about being interested in your customers.
“I see you’re calling from (NAME THE CITY). I’ve never been there. What’s it like?” Once you acknowledge what city the customer is from, the question could be different based on your knowledge. For example, you could say, “I’ve always wanted to go there” or “I grew up there,” and continue with a short follow-up comment. Remember, the goal is to build rapport.
“Is that a dog I hear in the background?” People love talking about their dogs. And if it’s kids you hear in the background, even better. Be sure to properly acknowledge the answer to prove the question was sincere.
“I see you’ve been a customer with us for (X) years. What keeps you coming back?” This acknowledges the tenure of the customer. It allows them to verbalize why they like you, your products, and your company. At the same time, you’re getting feedback that may be worth sharing with others on your team.
“If you could change one thing about your experience with us, what would it be?” This is my favorite feedback question, and while it may not be the question you lead with if you have an opportunity to ask it during the conversation, you may get some very valuable intel.
Stay away from “How’s the weather?”
All of these questions show you care. Building rapport is essential to creating a positive experience. Stay away from “How’s the weather?” and other generic lines. Focus on questions that are more meaningful and relevant. Your questions and responses are key to making customers feel valued and appreciated.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
September 23, 2024
How to Build a Culture That Employees and Clients Love with Terry Turner
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How does a positive employee experience translate to a better customer experience?
What are effective strategies for reducing employee turnover?
How can businesses balance high-tech solutions with high-touch customer service?
How does stability in the workforce enhance overall customer satisfaction?
How does employee empowerment impact the quality of customer service?
Top Takeaways
The way a company treats its employees impacts how they treat customers. What is happening inside the organization is felt outside by the customers. Happy and motivated employees are more likely to go above and beyond to meet client needs.
Using the word “clients” instead of “customers” can convey a deeper, more lasting relationship. While “customers” might imply a transactional relationship, “clients” suggests a collaborative partnership. This shift in terminology can change how employees perceive and interact with the customers they serve.
Empowering employees can help reduce bureaucracy. Less bureaucracy means faster decision-making and the ability to respond more quickly to customer needs. Building a reputation for being efficient and easy to do business with can set you apart from the competition, no matter the industry.
Personalized interactions can create advocates and promoters out of your customers. Knowing your clients well helps provide better advice and services tailored to their needs. It can be as simple as knowing clients’ names and remembering previous interactions.
Trust can transform your customer relationships from a vendor-customer connection to a partnership. Clients need to know they can rely on you for solid, honest advice and consistent service.
The balance of high-tech and high-touch can significantly enhance the customer experience. It is not always about the newest technology. It is about how your technology matches your business process, employee mindset, and customer needs.
Plus, Terry shares how Pinnacle Financial Partners continues to grow without having to advertise. Tune in!
Quotes:
“The number one inhibitor of great service is turnover. If you can’t stabilize your workforce, there’s no chance you’ll give great service.”
“When we can create a group of excited employees, we can translate that into a great client experience. If we create raving fans from these experiences, we can produce a great shareholder return.”
“You will never get the client experience to exceed that of the employee experience. If you invest in your employees, they will create a great client experience. “
“Combine high touch with high tech. You don’t need to have the newest technology or the slickest bells and whistles. You need technology that matches the needs of your customers.
About:
Terry Turner has been the president and CEO of Pinnacle Financial Partners since it was founded in 2000. He is an active member of his community, serving on the boards of the Nashville Sports Council, Salvation Army, Belmont University, Nashville Chamber of Commerce, and the Nashville branch of the Federal Reserve Bank of Atlanta.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How does a positive employee experience translate to a better customer experience?
What are effective strategies for reducing employee turnover?
How can businesses balance high-tech solutions with high-touch customer service?
How does stability in the workforce enhance overall customer satisfaction?
How does employee empowerment impact the quality of customer service?
Top Takeaways
The way a company treats its employees impacts how they treat customers. What is happening inside the organization is felt outside by the customers. Happy and motivated employees are more likely to go above and beyond to meet client needs.
Using the word “clients” instead of “customers” can convey a deeper, more lasting relationship. While “customers” might imply a transactional relationship, “clients” suggests a collaborative partnership. This shift in terminology can change how employees perceive and interact with the customers they serve.
Empowering employees can help reduce bureaucracy. Less bureaucracy means faster decision-making and the ability to respond more quickly to customer needs. Building a reputation for being efficient and easy to do business with can set you apart from the competition, no matter the industry.
Personalized interactions can create advocates and promoters out of your customers. Knowing your clients well helps provide better advice and services tailored to their needs. It can be as simple as knowing clients’ names and remembering previous interactions.
Trust can transform your customer relationships from a vendor-customer connection to a partnership. Clients need to know they can rely on you for solid, honest advice and consistent service.
The balance of high-tech and high-touch can significantly enhance the customer experience. It is not always about the newest technology. It is about how your technology matches your business process, employee mindset, and customer needs.
Plus, Terry shares how Pinnacle Financial Partners continues to grow without having to advertise. Tune in!
Quotes:
“The number one inhibitor of great service is turnover. If you can’t stabilize your workforce, there’s no chance you’ll give great service.”
“When we can create a group of excited employees, we can translate that into a great client experience. If we create raving fans from these experiences, we can produce a great shareholder return.”
“You will never get the client experience to exceed that of the employee experience. If you invest in your employees, they will create a great client experience. “
“Combine high touch with high tech. You don’t need to have the newest technology or the slickest bells and whistles. You need technology that matches the needs of your customers.
About:
Terry Turner has been the president and CEO of Pinnacle Financial Partners since it was founded in 2000. He is an active member of his community, serving on the boards of the Nashville Sports Council, Salvation Army, Belmont University, Nashville Chamber of Commerce, and the Nashville branch of the Federal Reserve Bank of Atlanta.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
September 22, 2024
Top 5 Customer Service & CX Articles for Week of September 23, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Your Customers Are Changing Fast, Are You? by Joseph Michelli
(CustomerThink) Howard Schultz noted that the Starbucks needs to focus on being experiential rather than transactional. The emphasis on speed and efficiency, driven by Wall Street’s demands for short-term profit, has detracted from the personal connections that Starbucks was known for during its experiential boom.
My Comment: Let’s start this week’s Top Five roundup with an excellent article from fellow CX expert Joseph Michelli. He makes the point that customers’ habits and needs change, which begs the question, “Are you changing with your customers?” Joseph includes five lessons that can apply to your business to ensure you’re “keeping up.”
Jim Cramer Says AI’s Real Enterprise Value Lies in Customer Service by Julie Coleman
(CNBC) CNBC’s Jim Cramer on Tuesday pinpointed why he thinks artificial intelligence is useful across the business world, saying its value stems from customer service potential across industries.
My Comment: CNBC’s Jim Cramer says AI’s real value is in customer service. If he said it, it must be true! Seriously, using AI for a better CX is the main reason a company or brand would invest in AI. Cramer shares his unfiltered opinion on why. I love that he says, “It (AI) has time for you. It acknowledges you. It has a brain. It’s polite…” You get the idea. He’s bullish on AI.
Costco Is Rolling Out a Brand-New Feature that Its Most Loyal Customers Will Love by Bill Murphy Jr.
(Inc. Magazine) Did you hear the one about the loyal Costco member who went to buy a $4.99 rotisserie chicken and came home with a $1,000 television instead? We laugh because it’s funny, and we laugh because it’s true. To be fair, it’s also a secondary part of a business model.
My Comment: I’m a big Costco fan, and I love this article because it gives you a glimpse into the way Costo thinks about its members/customers. They are rolling out a feature to inform customers of the inventory levels of what the customer may want to purchase. Why is this important? You’ll have to read the article. More importantly, is the reason behind the decision, which is more than just informing the customer. This proves how customer/member-focused Costco is.
Personal Touch Helps Banks Satisfy Customers by Grant Thornton
(Grant Thornton) Consumers today are banking everywhere, not just in one physical — or virtual — location. With the rise of digital banking options from fintech companies and tech giants, many customers work with upwards of five different institutions to meet their various financial needs. But no matter where they’re banking, they prefer seamless and tailored experiences to draw them in and keep them coming back.
My Comment: While this article comes from the banking industry, it contains plenty of information and ideas that can be applied to any business. To start with, the title could be about any industry. Everyone wants a frictionless experience, personalization, and better overall experiences. So, let’s learn from the banks.
5 Ways Retail Leaders Are Improving the Customer and Associate Experience by Toshiba Global Commerce Solutions
(Retail Dive) In the rapidly evolving retail landscape, where e-commerce and digital experiences dominate discussions, the importance of brick-and-mortar stores remains undeniable. A significant portion of shopper spending still occurs in physical stores, making in-store experiences a critical aspect of retail success. Leading retailers understand that providing exceptional in-store experiences is not just about staying competitive—it’s about thriving in a highly competitive market.
My Comment: Toshiba sponsors this article, so there is an emphasis on technology in retail, but don’t let that stop you from reading it. Even if you’re not in retail, you’ll find ideas any company from any industry might consider. My favorite idea is number three: proactive maintenance over reactive maintenance. How much do you love the company that takes care of your problem before you know about it?
BONUS
Wise and Shine: AI’s Bright Future in Customer Experience by Call Centre Helper
(Call Centre Helper) At Sprinklr’s CX-Wise ’24 last week, experts shared insights on how AI is reshaping customer experience, particularly in contact centres.
My Comment: This “bonus” article recaps some ideas from the thought leaders and influencers (myself included) who participated in Sprinklr’s CX-Wise 2024 last week. The focus is, as the title implies, AI and how it empowers front-liners, provides customer insights, and is driving the future of CX.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Your Customers Are Changing Fast, Are You? by Joseph Michelli
(CustomerThink) Howard Schultz noted that the Starbucks needs to focus on being experiential rather than transactional. The emphasis on speed and efficiency, driven by Wall Street’s demands for short-term profit, has detracted from the personal connections that Starbucks was known for during its experiential boom.
My Comment: Let’s start this week’s Top Five roundup with an excellent article from fellow CX expert Joseph Michelli. He makes the point that customers’ habits and needs change, which begs the question, “Are you changing with your customers?” Joseph includes five lessons that can apply to your business to ensure you’re “keeping up.”
Jim Cramer Says AI’s Real Enterprise Value Lies in Customer Service by Julie Coleman
(CNBC) CNBC’s Jim Cramer on Tuesday pinpointed why he thinks artificial intelligence is useful across the business world, saying its value stems from customer service potential across industries.
My Comment: CNBC’s Jim Cramer says AI’s real value is in customer service. If he said it, it must be true! Seriously, using AI for a better CX is the main reason a company or brand would invest in AI. Cramer shares his unfiltered opinion on why. I love that he says, “It (AI) has time for you. It acknowledges you. It has a brain. It’s polite…” You get the idea. He’s bullish on AI.
Costco Is Rolling Out a Brand-New Feature that Its Most Loyal Customers Will Love by Bill Murphy Jr.
(Inc. Magazine) Did you hear the one about the loyal Costco member who went to buy a $4.99 rotisserie chicken and came home with a $1,000 television instead? We laugh because it’s funny, and we laugh because it’s true. To be fair, it’s also a secondary part of a business model.
My Comment: I’m a big Costco fan, and I love this article because it gives you a glimpse into the way Costo thinks about its members/customers. They are rolling out a feature to inform customers of the inventory levels of what the customer may want to purchase. Why is this important? You’ll have to read the article. More importantly, is the reason behind the decision, which is more than just informing the customer. This proves how customer/member-focused Costco is.
Personal Touch Helps Banks Satisfy Customers by Grant Thornton
(Grant Thornton) Consumers today are banking everywhere, not just in one physical — or virtual — location. With the rise of digital banking options from fintech companies and tech giants, many customers work with upwards of five different institutions to meet their various financial needs. But no matter where they’re banking, they prefer seamless and tailored experiences to draw them in and keep them coming back.
My Comment: While this article comes from the banking industry, it contains plenty of information and ideas that can be applied to any business. To start with, the title could be about any industry. Everyone wants a frictionless experience, personalization, and better overall experiences. So, let’s learn from the banks.
5 Ways Retail Leaders Are Improving the Customer and Associate Experience by Toshiba Global Commerce Solutions
(Retail Dive) In the rapidly evolving retail landscape, where e-commerce and digital experiences dominate discussions, the importance of brick-and-mortar stores remains undeniable. A significant portion of shopper spending still occurs in physical stores, making in-store experiences a critical aspect of retail success. Leading retailers understand that providing exceptional in-store experiences is not just about staying competitive—it’s about thriving in a highly competitive market.
My Comment: Toshiba sponsors this article, so there is an emphasis on technology in retail, but don’t let that stop you from reading it. Even if you’re not in retail, you’ll find ideas any company from any industry might consider. My favorite idea is number three: proactive maintenance over reactive maintenance. How much do you love the company that takes care of your problem before you know about it?
BONUS
Wise and Shine: AI’s Bright Future in Customer Experience by Call Centre Helper
(Call Centre Helper) At Sprinklr’s CX-Wise ’24 last week, experts shared insights on how AI is reshaping customer experience, particularly in contact centres.
My Comment: This “bonus” article recaps some ideas from the thought leaders and influencers (myself included) who participated in Sprinklr’s CX-Wise 2024 last week. The focus is, as the title implies, AI and how it empowers front-liners, provides customer insights, and is driving the future of CX.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
September 17, 2024
Potential Profit Killer: Making Assumptions About Customers
My friend Norman Beck sends me interesting articles and stories on a regular basis. Recently, he shared the story of a wealthy customer who entered a luxury store and asked to see a $25,000 chess set. The customer wasn’t dressed well, and the salesperson made the assumption that she couldn’t afford to buy it. The customer walked away, but before leaving the store, she visited the owner’s office, who also happened to be a close friend. She bought the chess set – but only after the owner promised not to give the salesperson a commission. Eight years ago, I wrote an article titled Big Mistake … Don’t Judge a Book by Its Cover . The words “big mistake” are a callback to the movie Pretty Woman, starring Julia Roberts and Richard Gere, where in one scene, a salesperson at an upscale store wouldn’t wait on Robert’s character because of the way she was dressed. In the article, I opened with an old proverb: Outward appearances are not a reliable indication of true character.
It’s time to resurrect the idea with some thoughts that my buddy Norman shared. He said, “You never know who people are, what they are, who they know and what they know. You just don’t know. So, I assume they are the most important and influential people on the planet.”
Making Assumptions About Customers Can Be Costly.
Norman’s perspective highlights a common mistake in customer service: assumptions can be costly. When we decide who someone is based on their appearance or a first impression, we risk not only a potential sale but also a longer relationship that could have been built. This story is a great reminder of how all customers should be treated. We should always remember the following:
Every customer deserves respect: No matter how someone is dressed, the way they look or the way they act initially, each customer deserves the same level of respect and attention.
First impressions can be deceiving: As Norman points out, you never truly know who you’re dealing with. The person who may not look the part could turn out to be your best customer.
The power of word of mouth: The woman in Norman’s story didn’t just buy a chess set. She left with a lasting impression of the store that likely influenced how she talked about the store – and the experience – to others. Had she not been friends with the owner, who knows what negative comments she might eventually make. Positive experiences can lead to positive reviews and referrals. Negative ones can do just the opposite.
Norman’s story isn’t about a lost commission. It’s an example of what happens when we forget the very basics of not only customer service, but also how people should be treated. Let this story be a reminder of how all people should be treated – and don’t rely on assumptions.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
How Artificial Intelligence is Changing Customer Expectations with Laura Burgess
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
Why are customer expectations rising in today’s market?
How can AI enhance customer service experience?
How can businesses effectively implement AI in customer service?
Why is transparency when using AI in customer interaction?
How can businesses balance between AI and human support?
Top Takeaways
Over the last two years, customer satisfaction (CSAT) scores have increased. A study by Capterra found that 63% of U.S. businesses have shown a marked improvement in customer satisfaction.
Customer expectations have risen due to the availability of multiple communication channels like the phone, email, chat, and social media. Today, customers expect quick, efficient, and instant responses. Technology plays a significant role in meeting these expectations by providing faster service across multiple channels.
Transparency is key when it comes to customer interaction. Letting customers know that they are interacting with AI through notifications before the engagement and during interactions can build trust, comfort, and acceptance.
To optimize customer service, companies should leverage the strengths of both AI and human support. While human support is crucial to personalized interactions, AI excels in faster response times, handling repetitive tasks, providing 24/7 availability, and offering multilingual support.
AI will not eliminate jobs. It will disrupt job roles. Employees believe that, in the next five years, 52% of customer queries will be handled exclusively by AI. Customer service roles will evolve, with humans focusing more on strategic, empathetic, and more complex tasks.
Integrating AI into customer service isn’t just about getting the latest technology. It requires training employees to use AI tools and understand AI insights effectively. This training also benefits employees by boosting their technical skills, making them more versatile and valuable to the organizations they work for.
As businesses continue to invest in AI, it’s essential to continuously measure its impact on customer experience. Companies should focus on fine-tuning these technologies to deliver accurate and helpful responses while maintaining the availability of human agents for more sensitive or complex issues.
Plus, Shep and Laura discuss more stats from Capterra’s 2024 Customer Service Technology Survey and how it shapes the future of customer service. Tune in!
Quotes:
“Consumers are more demanding than ever when it comes to their interactions with companies, thanks to multi-channels of communication which enable faster services and instant responses.”
“Technology plays a big part in increasing customer expectations and customer satisfaction because while companies offer human support, they also have efficient software tools and AI to address smaller queries faster.”
“Identify the areas in which both AI and human support agents perform best and leverage that. Train your employees to use AI tools, handle sensitive data while using AI, and understand AI-generated insights.”
“AI makes processes quicker for our customers, but in case the customer’s experience is not going very well, a human agent must be on standby and to handle the more complex, emotionally sensitive issues.”
“AI could open new career pathways in roles such as AI management, strategy development, and leadership. AI is not the end for all human employees. It paves the way for an evolution of the roles for everyone.”
About:
Laura Burgess is a senior research analyst at Capterra with specialized knowledge of sales and customer experience (CX). Capterra offers businesses over 90,000 solutions across 1,300 software types and 50,000+ service providers to choose from.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
Why are customer expectations rising in today’s market?
How can AI enhance customer service experience?
How can businesses effectively implement AI in customer service?
Why is transparency when using AI in customer interaction?
How can businesses balance between AI and human support?
Top Takeaways
Over the last two years, customer satisfaction (CSAT) scores have increased. A study by Capterra found that 63% of U.S. businesses have shown a marked improvement in customer satisfaction.
Customer expectations have risen due to the availability of multiple communication channels like the phone, email, chat, and social media. Today, customers expect quick, efficient, and instant responses. Technology plays a significant role in meeting these expectations by providing faster service across multiple channels.
Transparency is key when it comes to customer interaction. Letting customers know that they are interacting with AI through notifications before the engagement and during interactions can build trust, comfort, and acceptance.
To optimize customer service, companies should leverage the strengths of both AI and human support. While human support is crucial to personalized interactions, AI excels in faster response times, handling repetitive tasks, providing 24/7 availability, and offering multilingual support.
AI will not eliminate jobs. It will disrupt job roles. Employees believe that, in the next five years, 52% of customer queries will be handled exclusively by AI. Customer service roles will evolve, with humans focusing more on strategic, empathetic, and more complex tasks.
Integrating AI into customer service isn’t just about getting the latest technology. It requires training employees to use AI tools and understand AI insights effectively. This training also benefits employees by boosting their technical skills, making them more versatile and valuable to the organizations they work for.
As businesses continue to invest in AI, it’s essential to continuously measure its impact on customer experience. Companies should focus on fine-tuning these technologies to deliver accurate and helpful responses while maintaining the availability of human agents for more sensitive or complex issues.
Plus, Shep and Laura discuss more stats from Capterra’s 2024 Customer Service Technology Survey and how it shapes the future of customer service. Tune in!
Quotes:
“Consumers are more demanding than ever when it comes to their interactions with companies, thanks to multi-channels of communication which enable faster services and instant responses.”
“Technology plays a big part in increasing customer expectations and customer satisfaction because while companies offer human support, they also have efficient software tools and AI to address smaller queries faster.”
“Identify the areas in which both AI and human support agents perform best and leverage that. Train your employees to use AI tools, handle sensitive data while using AI, and understand AI-generated insights.”
“AI makes processes quicker for our customers, but in case the customer’s experience is not going very well, a human agent must be on standby and to handle the more complex, emotionally sensitive issues.”
“AI could open new career pathways in roles such as AI management, strategy development, and leadership. AI is not the end for all human employees. It paves the way for an evolution of the roles for everyone.”
About:
Laura Burgess is a senior research analyst at Capterra with specialized knowledge of sales and customer experience (CX). Capterra offers businesses over 90,000 solutions across 1,300 software types and 50,000+ service providers to choose from.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
September 15, 2024
Top 5 Customer Service & CX Articles for Week of September 16, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones
(Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training. But what do you do when your teams plateau on their best quality scores?
My Comment: We lead off this week’s Top Five roundup with an article of expert commentary compiled by Megan Jones at Call Centre Helper. I’m honored to be included in this article that focuses on how to get your best scores and ratings in the customer support contact center. With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores.
Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine
(CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.
My Comment: The title of this article surprised me. Self-service solutions for customer service and support have been around for years from website pages featuring frequently asked questions to the latest AI-fueled chatbots. The findings in the article surprised me. It also is a signal that we have a long way to go to get this right. Some companies have mastered self-service, while others are lagging. In addition to the findings in the Gartner research, there are some suggestions on how to improve.
Guide To Loyalty Programs For Small Businesses by Allen Kopelman
(Forbes) Loyalty is a key driver for any enterprise that depends on repeat business. Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers. Switchfly outlines how these programs have evolved from punch cards, trading stamps and airline miles into dynamic, tech-driven solutions.
My Comment: I’m a big fan of loyalty programs, and if you’ve followed me, I refer to most of them as marketing programs. The best loyalty programs are actually repeat-customer programs. The goal is to get customers to come back. If you’re really good, beyond the perks and rewards of the program, customers will become loyal. But I digress. This article makes a good point. The programs that used to be available to only the biggest companies with the budget for a robust program are now available to small and mid-sized businesses.
Why Loyalty Programs Fail by Maureen Burns, Andrew Pierce, and Basma Abdel Motaal
(Harvard Business Review) High-performing customer loyalty programs, while complicated to operate, have proven to be well worth the effort. Several successful airline loyalty programs have a higher valuation than the underlying airline.
My Comment: As long as we’re talking about creating a loyalty program (see the third article on this week’s list), here’s an article with reasons a loyalty program can fail. The authors also include ways several strategies and tactics to help you create a loyalty program that works.
The Five Elements Of An Effective Customer Experience Strategy by TheCustomer
(TheCustomer) Today, we live in the age of the customer, where customer expectations are higher than ever, and they have more choice than ever before. Customers are also making decisions and choices on a different basis than before. For many customers, the previous rational approach has been replaced by choices based on what is important to them and their values. Values alignment between organizations and customers is becoming increasingly important.
My Comment: Here are five concepts/strategies that can help drive your CX strategy. I like how Employee Engagement is listed before Customer Experience. The authors write, “Employees are the heart of any organization, and that goes for customer experience strategy, too.” That’s where CX begins: with the employee experience. In addition to strategy, you also need tactics, and this article has that as well.
BONUS
10 Top International Customer Service Books by Paolo Fabrizio
(Customer Service Culture) After reading them, I’m sure that you’ll enjoy great insights and inspiration. That’s why I’m glad to share my selection of 10 top customer service books. To each of them you’ll find a brief introduction note and a good reason to read them – because your time values! So, which ones have you read yet? What did you like the most? Let me know in the comments.
My Comment: It is truly an honor to be on this list of the “Top Ten International Customer Service Books.” What a surprise to find The Convenience Revolution at the top of the list. If you’re looking for some powerful ideas on how to deliver an amazing customer service experience, start reading any of these books!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones
(Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training. But what do you do when your teams plateau on their best quality scores?
My Comment: We lead off this week’s Top Five roundup with an article of expert commentary compiled by Megan Jones at Call Centre Helper. I’m honored to be included in this article that focuses on how to get your best scores and ratings in the customer support contact center. With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores.
Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine
(CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.
My Comment: The title of this article surprised me. Self-service solutions for customer service and support have been around for years from website pages featuring frequently asked questions to the latest AI-fueled chatbots. The findings in the article surprised me. It also is a signal that we have a long way to go to get this right. Some companies have mastered self-service, while others are lagging. In addition to the findings in the Gartner research, there are some suggestions on how to improve.
Guide To Loyalty Programs For Small Businesses by Allen Kopelman
(Forbes) Loyalty is a key driver for any enterprise that depends on repeat business. Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers. Switchfly outlines how these programs have evolved from punch cards, trading stamps and airline miles into dynamic, tech-driven solutions.
My Comment: I’m a big fan of loyalty programs, and if you’ve followed me, I refer to most of them as marketing programs. The best loyalty programs are actually repeat-customer programs. The goal is to get customers to come back. If you’re really good, beyond the perks and rewards of the program, customers will become loyal. But I digress. This article makes a good point. The programs that used to be available to only the biggest companies with the budget for a robust program are now available to small and mid-sized businesses.
Why Loyalty Programs Fail by Maureen Burns, Andrew Pierce, and Basma Abdel Motaal
(Harvard Business Review) High-performing customer loyalty programs, while complicated to operate, have proven to be well worth the effort. Several successful airline loyalty programs have a higher valuation than the underlying airline.
My Comment: As long as we’re talking about creating a loyalty program (see the third article on this week’s list), here’s an article with reasons a loyalty program can fail. The authors also include ways several strategies and tactics to help you create a loyalty program that works.
The Five Elements Of An Effective Customer Experience Strategy by TheCustomer
(TheCustomer) Today, we live in the age of the customer, where customer expectations are higher than ever, and they have more choice than ever before. Customers are also making decisions and choices on a different basis than before. For many customers, the previous rational approach has been replaced by choices based on what is important to them and their values. Values alignment between organizations and customers is becoming increasingly important.
My Comment: Here are five concepts/strategies that can help drive your CX strategy. I like how Employee Engagement is listed before Customer Experience. The authors write, “Employees are the heart of any organization, and that goes for customer experience strategy, too.” That’s where CX begins: with the employee experience. In addition to strategy, you also need tactics, and this article has that as well.
BONUS
10 Top International Customer Service Books by Paolo Fabrizio
(Customer Service Culture) After reading them, I’m sure that you’ll enjoy great insights and inspiration. That’s why I’m glad to share my selection of 10 top customer service books. To each of them you’ll find a brief introduction note and a good reason to read them – because your time values! So, which ones have you read yet? What did you like the most? Let me know in the comments.
My Comment: It is truly an honor to be on this list of the “Top Ten International Customer Service Books.” What a surprise to find The Convenience Revolution at the top of the list. If you’re looking for some powerful ideas on how to deliver an amazing customer service experience, start reading any of these books!
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
September 10, 2024
The Secret to Outperforming the Competition: It’s Not Just About Customers
In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove, who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? Well, Heather Quick Ginevan did, and she included a great explanation in just one sentence. She said, “I disagree – I think companies that put their employees at the center are the companies that outperform their competition.” Well said, Heather … and I agree. Her point is that if you put employees first and show them they are valued and appreciated, a great service experience will follow.
If you’ve been a subscriber to the Shepard Letter, then you know I preach that a good CX (customer experience) starts with a good EX (employee experience). And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. It won’t hurt. However, if you want to boost the experience, you can’t ignore the employee experience.
When I consult with companies about their customer service or CX culture, one of our discussions revolves around starting with the end in mind. When your company creates a product or service, you need to do so with the goal of customers wanting to buy what you sell. After all, if they don’t buy, you probably won’t stay in business. Put another way, without customers, you don’t have a business, which means you probably won’t have employees. But assuming they will buy, begin to work backward, and part of that includes a focus on the employee experience.
Some employees are on the front line, delivering a level of service we want our customers to experience. Other employees work behind the scenes, supporting someone on the front line or the process that the customer experiences. Either way, they all must embody your company’s brand promise, vision, and values.
When employees feel empowered, appreciated, and supported, they pass those positive feelings on to the customers. I’ve said it many times before: “What happens on the inside of the organization is felt on the outside by the customers.”
So, whether you choose to put the customer or the employees at the center, realize they are intrinsically linked. A company that invests in its employees is, in effect, investing in its customers. It’s not like you have a choice. You must do both. An exceptional (amazing) employee experience sets the stage for an exceptional customer experience.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
September 9, 2024
Transforming Customer Service from a Cost Center to a Profit Center with Brett Frazer
This episode of
Amazing Business Radio with Shep Hyken
answers the following questions and more:
How has the perception of customer service evolved from being seen as a cost center to being recognized as a profit center?
What are the potential long-term effects of prioritizing cost reduction in customer service?
Why should companies focus on aligning with customers on the desired outcome rather than just providing a direct solution?
Why is it crucial for customer service initiatives to gain buy-in and support from key organizational stakeholders and leadership?
How can organizations best empower customer support agents?
Top Takeaways
Customer service has evolved from being a cost center to a hidden profit center. Focusing on reducing investment in good customer experiences has a long-term negative impact on customer loyalty and profitability.
Brett shares The 5 A’s of Successful Customer Engagement.
Acknowledge – Acknowledgment is about empathy and addressing the customer’s emotional needs. Acknowledge the customer as a person, their relationship to the company, and the problem and solution they seek.
Align – Listen, troubleshoot, and collaborate with the customer to reach the outcome that they are trying to achieve.
Assist – Provide the most appropriate options for the customer that are personalized to the situation that they are in.
Advise – Enable and empower your agents with knowledge and data about the customer so they can provide insights that add value.
Ask – Ask for revenue, actions, and information, and create awareness to increase the customer’s lifetime value.
If you can’t get leadership and key stakeholders behind the transformation of your organization’s customer service and experience, it’s not going to work.
The focus should not only be on providing immediate assistance but also on building long-term relationships with customers. Customer service is an opportunity to add value that creates customer loyalty and can significantly impact the organization’s bottom line.
A great customer relationship hinges on understanding the customer’s needs, empathizing with their situation, providing tailored solutions, and proactively seeking opportunities to add value to the customer experience.
Plus, Brett shares more tips and strategies from his book, Your Hidden Profit Center: Mastering the Five A’s of Successful Customer Engagement, to help your organization save time and increase profits. Tune in!
Quotes:
“Over the years, customer service has been considered a cost center. The focus was on how we could make customer service as cheap and as quick as possible. This mindset takes away from the intent of customer service and support, which is to provide a great experience to keep your customers coming back.”
“Reducing and stripping cost out of customer service may give your organization a short-term improvement in profitability. But, in the long term, you are damaging customer relationships and reducing customer loyalty.”
“You can increase the lifetime value of your customers when you transition from a transactional connection to a relationship. Your company may not be the cheapest, but your customers will keep coming back when they feel that they can rely on you.”
About:
Brett Frazer is a thought leader and expert in customer service and contact centers. He is the co-founder of Service Matters, LLC, and the author of Your Hidden Profit Center: Mastering the Five A’s of Successful Customer Engagement.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
How has the perception of customer service evolved from being seen as a cost center to being recognized as a profit center?
What are the potential long-term effects of prioritizing cost reduction in customer service?
Why should companies focus on aligning with customers on the desired outcome rather than just providing a direct solution?
Why is it crucial for customer service initiatives to gain buy-in and support from key organizational stakeholders and leadership?
How can organizations best empower customer support agents?
Top Takeaways
Customer service has evolved from being a cost center to a hidden profit center. Focusing on reducing investment in good customer experiences has a long-term negative impact on customer loyalty and profitability.
Brett shares The 5 A’s of Successful Customer Engagement.
Acknowledge – Acknowledgment is about empathy and addressing the customer’s emotional needs. Acknowledge the customer as a person, their relationship to the company, and the problem and solution they seek.
Align – Listen, troubleshoot, and collaborate with the customer to reach the outcome that they are trying to achieve.
Assist – Provide the most appropriate options for the customer that are personalized to the situation that they are in.
Advise – Enable and empower your agents with knowledge and data about the customer so they can provide insights that add value.
Ask – Ask for revenue, actions, and information, and create awareness to increase the customer’s lifetime value.
If you can’t get leadership and key stakeholders behind the transformation of your organization’s customer service and experience, it’s not going to work.
The focus should not only be on providing immediate assistance but also on building long-term relationships with customers. Customer service is an opportunity to add value that creates customer loyalty and can significantly impact the organization’s bottom line.
A great customer relationship hinges on understanding the customer’s needs, empathizing with their situation, providing tailored solutions, and proactively seeking opportunities to add value to the customer experience.
Plus, Brett shares more tips and strategies from his book, Your Hidden Profit Center: Mastering the Five A’s of Successful Customer Engagement, to help your organization save time and increase profits. Tune in!
Quotes:
“Over the years, customer service has been considered a cost center. The focus was on how we could make customer service as cheap and as quick as possible. This mindset takes away from the intent of customer service and support, which is to provide a great experience to keep your customers coming back.”
“Reducing and stripping cost out of customer service may give your organization a short-term improvement in profitability. But, in the long term, you are damaging customer relationships and reducing customer loyalty.”
“You can increase the lifetime value of your customers when you transition from a transactional connection to a relationship. Your company may not be the cheapest, but your customers will keep coming back when they feel that they can rely on you.”
About:
Brett Frazer is a thought leader and expert in customer service and contact centers. He is the co-founder of Service Matters, LLC, and the author of Your Hidden Profit Center: Mastering the Five A’s of Successful Customer Engagement.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio .
September 8, 2024
Top 5 Customer Service & CX Articles for Week of September 9, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too.
Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council
(Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Quality customer service will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. This means that training customer service reps on how to do their job efficiently and with quality and positivity in mind is an important task that leaders shouldn’t take lightly.
My Comment: Let’s start this week’s Top Five roundup with a list from Rolling Stone.com. Here are nine areas to focus on when you’re training your front-liners. My favorite is the fifth one, teaching to “overmanage the customer experience. The short version of this idea is to pay more attention to details others tend to overlook or disregard.
48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine
(Direct Commerce Magazine) Twilio Inc., a customer engagement platform, has released new research emphasizing the critical role of effective listening in enhancing brand loyalty and customer satisfaction.
My Comment: With all the hype around self-service and AI-infused technology that supports a better experience, is it surprising that almost half of customers (48%) prefer to talk to a live person? (Our CX research finds that number to be closer to 70%.) Part of this finding is dependent on the customer’s age. Baby Boomers push the percentage higher. In addition to this finding, there are plenty more to motivate you to provide the best possible experience for your customers.
Returns: The Silent Killer of Profits or a Tool to Build Customer Loyalty? by Robert Stockdill
(Inside Retail) The cost of getting returns wrong is massive – and if a retailer gets it wrong, it is very likely a return might be the last interaction a retailer has with a shopper.
My Comment: What business (retailer) wants customers to return merchandise? In a perfect world, every purchase would never need to be returned – but that’s not reality. This article addresses a very important point at the beginning, and that is a bad experience due to a customer returning merchandise could end with the customer never coming back. On the other hand, returns handled well can give the customer confidence to continue to do business. Think about how easy Nordstrom and Amazon make it for a customer to return merchandise. The point is that an easy and friction-free return policy can be one of your best marketing strategies.
Top 5 Ways to Future-Proof Your Loyalty Program by Sara Galloway
(The Wise Marketer) Imagine a world where prioritizing customer loyalty is even more relevant tomorrow than it is today. We see this future just ahead of us and believe that adopting the right strategic mindset will separate loyalty leaders from laggards. Brands navigating this fast-changing landscape by exploiting dynamic approaches will rise above the noise to make significant impact with their customers.
My Comment: If you have a loyalty program, this article is for you. What previously worked for a loyalty program, typically rewards for purchases, needs a facelift. This article dives into how evolving customer expectations and technological advancements are changing customer loyalty. The focus is on outcome-based loyalty marketing and AI-fueled personalization.
5 Ways the NFL Has Improved the Fan Experience by Brittany Hodak
(Brittany Hodak) In this article, let’s look at five highlight-reel worthy examples of how NFL teams have improved their fan experience and the key takeaways you can use to score big with your own customers.
My Comment: This past week, the NFL kicked off (no pun intended) the 2024-25 football season. One of my favorite CX experts wrote a fun article showcasing how the NFL created a great fan experience. I’ll quote Britney to summarize the article: “Let’s look at five highlight-reel worthy examples of how NFL teams have improved their fan experience and the key takeaways you can use to score big with your own customers.”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council
(Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Quality customer service will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. This means that training customer service reps on how to do their job efficiently and with quality and positivity in mind is an important task that leaders shouldn’t take lightly.
My Comment: Let’s start this week’s Top Five roundup with a list from Rolling Stone.com. Here are nine areas to focus on when you’re training your front-liners. My favorite is the fifth one, teaching to “overmanage the customer experience. The short version of this idea is to pay more attention to details others tend to overlook or disregard.
48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine
(Direct Commerce Magazine) Twilio Inc., a customer engagement platform, has released new research emphasizing the critical role of effective listening in enhancing brand loyalty and customer satisfaction.
My Comment: With all the hype around self-service and AI-infused technology that supports a better experience, is it surprising that almost half of customers (48%) prefer to talk to a live person? (Our CX research finds that number to be closer to 70%.) Part of this finding is dependent on the customer’s age. Baby Boomers push the percentage higher. In addition to this finding, there are plenty more to motivate you to provide the best possible experience for your customers.
Returns: The Silent Killer of Profits or a Tool to Build Customer Loyalty? by Robert Stockdill
(Inside Retail) The cost of getting returns wrong is massive – and if a retailer gets it wrong, it is very likely a return might be the last interaction a retailer has with a shopper.
My Comment: What business (retailer) wants customers to return merchandise? In a perfect world, every purchase would never need to be returned – but that’s not reality. This article addresses a very important point at the beginning, and that is a bad experience due to a customer returning merchandise could end with the customer never coming back. On the other hand, returns handled well can give the customer confidence to continue to do business. Think about how easy Nordstrom and Amazon make it for a customer to return merchandise. The point is that an easy and friction-free return policy can be one of your best marketing strategies.
Top 5 Ways to Future-Proof Your Loyalty Program by Sara Galloway
(The Wise Marketer) Imagine a world where prioritizing customer loyalty is even more relevant tomorrow than it is today. We see this future just ahead of us and believe that adopting the right strategic mindset will separate loyalty leaders from laggards. Brands navigating this fast-changing landscape by exploiting dynamic approaches will rise above the noise to make significant impact with their customers.
My Comment: If you have a loyalty program, this article is for you. What previously worked for a loyalty program, typically rewards for purchases, needs a facelift. This article dives into how evolving customer expectations and technological advancements are changing customer loyalty. The focus is on outcome-based loyalty marketing and AI-fueled personalization.
5 Ways the NFL Has Improved the Fan Experience by Brittany Hodak
(Brittany Hodak) In this article, let’s look at five highlight-reel worthy examples of how NFL teams have improved their fan experience and the key takeaways you can use to score big with your own customers.
My Comment: This past week, the NFL kicked off (no pun intended) the 2024-25 football season. One of my favorite CX experts wrote a fun article showcasing how the NFL created a great fan experience. I’ll quote Britney to summarize the article: “Let’s look at five highlight-reel worthy examples of how NFL teams have improved their fan experience and the key takeaways you can use to score big with your own customers.”
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.
September 3, 2024
Be More Interesting by Showing More Interest
When I was a teenager, Johnny Carson hosted The Tonight Show. I found him to be more than entertaining. I found him to be interesting. It didn’t take long for me to realize that what made him interesting was that he was truly interested in his guests. He not only asked great questions, he listened to his guests and seemed to always have the perfect comment that led to a better conversation, not just an interview with questions and answers. I took this idea to heart – being interesting by showing more interest – when I was dating. I would ask lots of questions to get to know my date. They did most of the talking, yet they still said that I was a great conversationalist. The same idea applies to business. If you want your customers to be interested in doing business with you, be interested in them.
Thinking about this idea, I put together a list of seven ways to show interest in your customers:
Ask questions. Let the customer do most of the talking. Good questions lead to good answers.
Listen to the answers. Actively listen and pay attention to what your customer says. Take notes, if necessary. Show you’re engaged.
Respond appropriately. If you want to elevate the conversation, don’t just listen to the answer, make a comment that shows you understand your customer’s answers.
Ask extra questions. Sometimes, the most appropriate response isn’t a comment but an extra question – or two or three. The goal is to understand what the customer is saying. Sometimes, they say one thing and mean something different. Miscommunication can cause problems that make it hard to win back the customer’s confidence in you.
Make it personal. Don’t just ask questions about their business. Get to know them – at least a little bit – on a personal level.
Make the customer feel exclusive. Some people have an amazing ability to make you feel like you are their most important customer. You don’t have to go to that extreme but find things to say to make the customer feel connected to you and your company.
Recap the conversation. Summarizing the conversation lets the customer know you understand. I like to use the example of a server at a restaurant repeating the order just to ensure they didn’t misunderstand.
The current host of The Tonight Show is Jimmy Fallon. Like Carson, Fallon is an interesting host because he is an interested host. In addition, he is a master at tip No. 6, which is to make the customer feel exclusive. His enthusiasm can make a guest feel as if they are the most important interview on the show. So, if you want customers to be more interested in you, your company, and your products, first be interested in them.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
